Ntlworld reset password

[Kirstyd89]

Hi my Dad has an ntlworld.com email address which has been hacked. He uses it all the time so it is definitely active but when we try to reset his password it says the username isn’t recognised. How can he get the password changed?

[Kirstyd89]

Hi my Dad has an ntlworld account which has been hacked. He can still access it and uses it most days so we just want to change his password. Every time we type his email address in to the forgot password link it says it doesn't recognise it as a valid email address. Any ideas? 

[Graham_A]

@Kirstyd89 Is the email address concerned attached to your Dad's current VM broadband account?

The fact that the forgotten password reset cannot find the email address suggests that it might be an orphaned account.

If it is attached to a current account then the VM Forum Team staff should be able to help. However, they will need your Dad to set up a community account here in order to clear account security with him.

[Kirstyd89]

No he doesn't have anything else with virgin now. What is an orphaned account? 

[Graham_A]

See this pinned post:

https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073

Unfortunately the VM Forum Team staff are only likely to be able to ensure that the email address is fully deleted as should have happened when he stopped being a customer.

[Gareth_L]

Hello Kirstyd89,

Thanks for your post and welcome to our Community.

I can take a look at deleting this email account for your Dad.

Sadly we will not be able to gain access now.

Can I send you a private message to take some details please.

If you can check the envelope top right of your screen that would be great. 
Regards     
Gareth_L